The Team:

The Client Relations Center, an extension of the eCommerce team, lends support by managing phone, email, and live chat inquiries for Hermes.com and US flagship boutiques.

The Opportunity:

As the Client Relations Center Supervisor, you will support the Client Relations Center team in all daily activities, including training and developing the CRC team, collecting and analyzing all call enter reporting, maintaining service levels aligned to the Hermès standards of service, and providing support as the third point of escalation when necessary.

The Client Relations Center Supervisor will supervise daily contact volume for all channels, will assist with the creation and adherence of scheduling the daily plan, and will monitor the handling of clients’ inquiries, ensuring processes and best practices are followed, while also identifying opportunities for coaching and training.

About the Role: 

Support coordinators on clients’ queries, answering phones, email inquiries, placing orders, resolving delivery issues, and answering voicemails as needed Ensure regular Quality Assurance of phone calls and emails to maintain high service levels and identify areas for further development Monitor daily contact volume from all channels Assist with the creation and adherence to daily plans Ensure client emails and requests are handled in a timely manner Partner with store and eCommerce teams to deliver seamless client experiences Monitor and support elevated internal and external client inquiries, ensuring speedy follow-up and resolution of difficult situations Develop strong working relationship across store and eCommerce teams to ensure the best omnichannel experience for the client Demonstrate a deep understanding of product knowledge, policies, and procedures, especially related to client data protection and security Collaborate with the Client Relations Training and Development team to create programs for the Client Relations Cetner team to enhance product knowledge, understanding of best practices, policies and procedures Provide daily/weekly/monthly full team stats/call center analysis and performance Achieve customer service KPIs and objectives Analyze metrics and collaborate with CRC Managers to help team members meet goals Assist with Customer Service needs during peak volume times as needed Flexibility for weekend coverage on a rotating basis required Adhere to all Hermès policy & procedures relative to role and responsibilities All other duties assigned by manager

Supervisory Responsibility: 

No

Budget Responsibility: 

No

Decision Making Responsibility: 

Yes – customer experience and follow-ups

About You (or Preferred Skills): 

Minimum 3 years of experience required, preferably in a similar environment Strong ability to exercise appropriate judgement Proven excellence at communication skills (verbal and written) and ability to multitask  Proficiency in Excel, Word, and PowerPoint  Knowledge of French is helpful

The range for this position is $66,560 - $77,653 annually. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.